AGENDA BREAKDOWN

DAY ONE

Although brands may be liked or trusted, most fail to align themselves with the emotions that drive their customers’ most profitable behaviours. Some brands by nature have an easier time making such connections, but a company doesn’t have to be born with the emotional DNA of Disney or Apple to succeed. This session will investigate best practice applications of emotional motivators, story-telling to link emotions and creating consistency and relevance when driving customer emotions

Keynote 1: Connecting the Dots to Experience Value

Keynote 2: Storytelling that creates emotional relevance

Keynote 3: Driving consistency with emotional experience to foster long term customer loyalty

It is clear that measurement is a key factor in allocating company resources and justifying investment in CX. Knowing where to focus and how to construct measureable initiatives is a major pain point for CX professionals. This session will explore what to measure and how to identify correlations between CX initiatives and business objectives to create a measurable customer experience strategy that delivers real business results.

DAY TWO

The rapid development of technology in CX has failed to produce a corresponding return. Much of this has to do with an over-prioritization on technology as opposed to the insights that it generates. Extracting value from data will examine how to draw the most out of your data and bring your CX strategies to life. This session will cover best practice case studies and how to leverage technology intelligently to get a more efficient and valuable return on investment.

Keynote 6: The role of Data in bringing CX to life

Keynote 7: Case Study: Measuring for design – how the right combination of measurement tools can inform service design *multiple award winners at 2017 CXA Awards

Customer centricity is an organisation wide prerogative and responsibility. True outside-in-cx is authentic, relevant and bound to the company purpose. This session dives into the practical application of customer centricity, how to tie emotion, measurement and data together in a workable strategy and how to prepare your employees to handle it all.

Keynote 8: Structuring the business to drive CX change

Keynote 9: Knowledge development for a new profession, up-skilling tomorrows CX leaders

Keynote 10: Designing a remarkable Employee Experience

Panel Discussion: The race towards authentic customer centricity

17:30 | End of conference

WELCOME TO THE VENUE

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Entrances are located in various points on the map

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The P3 parking lot has the easiest access to where the summit is hosted

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CEM is being hosted in the Jasminium & Strilitzia Conservatories near ENTRANCE 5.

Kinetic is an international business-to-business conference and exhibitions producer based in Cape Town. Our mission is to equip senior management executives with knowledge, market intelligence and viable commercial opportunities. Kinetic are leaders in providing business facilitation platforms throughout Africa.

Contact Info

+27 (0)21 180 4700

14 Pickwick Road, Salt River, 7925, Cape Town, RSA

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